Understanding Guest Expectations
in the Digital Age
Today’s hotel guests expect convenience without complication. While many brands rush to develop mobile apps, guests often hesitate to download another app for a short stay. Infrequent travellers or one-time guests prefer quick, frictionless access via mobile web, especially for essentials like bookings, check-in, or service requests. Before building an app, hospitality providers need to assess whether their guests truly need one, or if they just want to get things done fast.
Understanding Guest Expectations
in the Digital Age
Today’s hotel guests expect convenience without complication. While many brands rush to develop mobile apps, guests often hesitate to download another app for a short stay. Infrequent travellers or one-time guests prefer quick, frictionless access via mobile web, especially for essentials like bookings, check-in, or service requests. Before building an app, hospitality providers need to assess whether their guests truly need one, or if they just want to get things done fast.
When an App Makes Sense
and When It Doesn’t
An app can deliver deep personalisation, offline access, and integration with loyalty programmes, but only if the guest engages often. Resort chains, frequent-stay business hotels, and lifestyle brands with membership perks are ideal candidates for apps. On the other hand, boutique hotels, one-off event venues, or properties with shorter stays may benefit more from a high-performing, mobile-first web experience that’s accessible immediately, no download required.
When an App Makes Sense
and When It Doesn’t
An app can deliver deep personalisation, offline access, and integration with loyalty programmes, but only if the guest engages often. Resort chains, frequent-stay business hotels, and lifestyle brands with membership perks are ideal candidates for apps. On the other hand, boutique hotels, one-off event venues, or properties with shorter stays may benefit more from a high-performing, mobile-first web experience that’s accessible immediately, no download required.
Designing Seamless Journeys
Across Channels
Whether app or web, the guest experience should feel connected and consistent. Features like pre-arrival notifications, room service requests, and post-stay feedback should work smoothly across both platforms. The key is to meet guests where they are, on their phones, at the front desk, or mid-journey. A flexible tech strategy that blends mobile web and app touchpoints ensures a smoother experience and better ROI for hotel operators.
Designing Seamless Journeys
Across Channels
Whether app or web, the guest experience should feel connected and consistent. Features like pre-arrival notifications, room service requests, and post-stay feedback should work smoothly across both platforms. The key is to meet guests where they are, on their phones, at the front desk, or mid-journey. A flexible tech strategy that blends mobile web and app touchpoints ensures a smoother experience and better ROI for hotel operators.
